Patient Experience Supervisor

Job Description

Job Description

About Us

Pinnacle Fertility is a leading fertility care platform dedicated to fulfilling dreams by building families. With a nationwide network of clinics, we provide cutting-edge technology, compassionate patient care, and comprehensive fertility treatment services, ensuring a seamless and high-touch experience for families on their journey to parenthood. Learn more at www.pinnaclefertility.com.

About the Role

The Patient Experience Supervisor is a key role for those passionate about guiding fertility patients on their journey to parenthood. If you are a compassionate, customer service-oriented leader who thrives in a fast-paced environment, this position is perfect for you. In this role, you will engage with patients throughout their experience while leading a multidisciplinary team to ensure exceptional care and service.

We are seeking a Patient Experience Supervisor to join our dedicated team at Pinnacle – Washington , based in Seattle, WA . This role primarily works Monday–Friday from 7 : 30 AM–4 : 00 PM, with flexibility to adjust hours as needed to support clinic operations. This role will also travel to other clinic locations to provide coverage across sites.

Key Responsibilities

• Supervise and lead the Patient Experience team, ensuring exceptional patient interactions and smooth day-to-day operations.
• Oversee front desk operations, including patient check-ins, insurance verification, and appointment scheduling.
• Monitor patient flow and clinic efficiency, proactively addressing bottlenecks and improving the patient experience.
• Serve as the escalation point for complex patient concerns, providing solutions and ensuring timely resolution.
• Train and mentor Patient Experience team members, fostering a supportive and high-performing work environment.
• Collaborate with clinic leadership and administrative teams to streamline workflows and improve service delivery.
• Ensure compliance with clinic policies and procedures, including HIPAA regulations.
• Assist with financial processes, such as insurance coordination, copay collection, and billing support.
• Conduct performance reviews and provide regular feedback to support staff development and continuous improvement.
• Assist with additional projects and administrative duties as needed.

Position Requirements

High school diploma required.

Bachelor's or Associate's degree in a relevant field (e.g., healthcare administration, business) or equivalent experience preferred.

Minimum of three years of experience in a medical office, patient services, or front desk role.

Leadership in office management, hiring, and team development.

Compensation & Benefits :

Diversity & Inclusivity

At our company, we serve everyone, regardless of gender, sexual orientation, race, ethnicity, or religion. Just as we acknowledge and value the diversity of our patients, we also actively celebrate diversity within our organization. We are an equal opportunity employer, and we are committed to a safe and inclusive work environment for all. We recognize that diversity among our team allows us to not only more effectively serve our patients, but also to advance innovation and opportunity within our field. We encourage qualified applicants of every background, ability, and life experience to apply to our employment opportunities.